Customer Success Manager - North America East

August 2

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DigitalGenius

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AI Customer Service Automation Platform for eCommerce

Automation • Machine Learning • Natural Language Processing • Artificial Intelligence • Chat Bot

11 - 50

Description

• Manage multiple projects in parallel for clients across all segments (SMB, Mid-Market, Enterprise), and every phase of the post-sales customer lifecycle. • Understand customer requirements necessary to scope projects effectively, implement our solutions successfully, and achieve KPIs to ensure customer referenceability, satisfaction, and retention. • Responsible for product performance reporting, business-value analyses, and ongoing project planning for your portfolio of customers. • Stay current on best practices, industry trends, and customer pain-points to maintain and strengthen our product’s competitive advantages. • Work with clients to create mutually agreed upon implementation plans, project timelines, and delivery milestones. • Work with Solution Engineers to ensure timely delivery and continuous improvement of implemented solutions. • Effectively communicate project requirements, status, and results to clients in a high-touch customer success model. • Field customer support inquiries and manage escalations throughout the customer lifecycle. • Responsible for generating case studies, securing renewals, and driving the growth of your client portfolio

Requirements

• 2+ years client management experience in SaaS – background in CRM, API, and/or Customer Service spaces a plus. • Bachelor’s Degree - MBA or technical degree a plus • Demonstrable proficiency building reporting via SFDC, Zendesk, Freshdesk, and/or Excel • Exceptional presentation and relationship skills with ability to communicate technical and commercial concepts effectively • Ability to multitask, prioritize, and manage time effectively and autonomously. • You love to solve problems, help people, and want to be an integral part of scaling a start-up

Benefits

• Fully remote with access WeWork membership • Competitive Salary & Equity Package • Generous Vacation Policy (20 days) • Annual Company Week Off (in addition to Vacation Policy) • Birthday Off (in addition to Vacation Policy) • Monthly Fitness Stipend • Medical, Dental, Vision Health Insurance for US-based Employees • 401k for US-based Employees